Kroger — Local services in Madison

As a long-time resident of Madison, I have been shopping at the grocery stores along Highway 51 since they were Jitney Jungle. Unfortunately, my recent experiences at Kroger on 51 in Madison have been quite disappointing.

Over the past couple of years, I've noticed a decline in customer service and a shift in the atmosphere of the store. It feels as though management is either unaware of the issues or not taking them seriously. I frequently encounter empty shelves for items I rely on regularly, and I find that the selection has diminished significantly.

Additionally, the checkout experience has been frustrating. I’ve had several negative encounters in the self-checkout lane, where I felt treated more like a suspect than a customer. It would be great to have a friendly face at the register, but instead, I have often dealt with staff who come across as condescending.

During my last visit, I faced a situation where there were not enough regular checkout lanes open during peak hours, forcing me to use self-checkout despite having more than ten items. When I alerted the attendant, she took her time scrutinizing my yogurt cup purchases rather than assisting me promptly. She took her sweet time going through each individual picture of me scanning the yogurt to make sure I didn’t steal one. This was especially disappointing as I had previously raised concerns about her demeanor, but it appears that nothing has changed.

I also had a troubling incident involving my son’s Nintendo, which he accidentally left in a shopping cart. When we returned to retrieve it just five minutes later, it was mysteriously missing. While I can’t say for certain what happened, it’s frustrating to feel that employees may be more focused on potential theft than on providing good service to honest customers.

I don’t mind paying a bit more for the convenience of shopping close to home, but unless things improve, I may have to reconsider my options. It’s disappointing to see a store I once trusted deteriorate in...

I am handicapped and in a wheelchair. There was a young man that brought me a power chair so I could shop, and that was kind of him. Unfortunately when I went in the store and went to the deli counter to be served, first I was ignored. Then the lady behind the counter did not ask me if I could be helped, she just barked at me what is your order. At that point I did not want to disturb her anymore until I was able to pick my meat up from the deli counter. I was looking for their cold soup section in the deli department and I asked one young man and he did not have a clue and he told me to go to the deli department again and ask the lady that was kind of rude where it was. I did not do that because she was extremely busy. I asked someone that was about 6 ft away from the deli department that was handling produce if he knew where it was. And he said that that wasn't his Department he had no idea where it was to go ask the lady in the deli. And again I did not because I did not want confrontation. She barely had time to cut the meat that I purchased. Then she was continuing to bark the same line to everybody that stood in front of her can you give me your order very short very Gruff. I went there because it was easy accessibility to the store. The Kroger that I live a mile and a half from in Jackson rarely has a power chair available. So I drove about 10 miles out of my way so I would be able to shop. Customer service in this store is very poor. I really did want to tell them if they hate their job so much that they're rude to their customers that they should find a job that they like or that they don't have to do...

• IMPORTANT - PLEASE READ ***

For the love of God people. Stop doing grocery pickup at this location. My wife and I have done it many times with almost 100% of our orders missing items. Aside from that, some of the workers that do the deliveries should be working in a back room somewhere and do not need to interact with people in the outside world. I went tonight during weather that was not even that bad and pulled into a number and just sat there. I saw a line of cars waiting to pull up next to the door. So I jumped up there and asked if I could grab my stuff real quick and be on my way. They said they would have to find it and that’s why they asked everyone to form a line. I was like, cool, who was asking because I’ve been sitting in number 7? Plus my name should be on your small cart. Anyways, I guess that’s the generation we live in now days. Either go inside and get your own groceries or go to Walmart where you at least get feee Hulu. Please like this post if you agree to help keep it on top. I will refresh monthly..

Update 4/19/2025

Ordered pickup again for 2pm pickup. Waited for an hour before they told me they were running behind and hadn’t even started on my order yet.

Update 8/17/2025

My wife accidentally selected the 51 location instead of the Highland Colony location. Still terrible service. Order was delayed for the 6pm to 7pm range Now we’ve waited about 45m after waiting 30m for a spot to open up. People. Please! Do not grocery pick up from...